Case Study: HK Express achieves 80% reduction in diagnostic time and faster site performance with Catchpoint

HK Express - Customer Case Study

HK Express, Hong Kong’s first low-cost carrier serving destinations across Asia, faced growing pressure to deliver fast, reliable digital experiences as passengers increasingly book, pay, and manage travel online. The airline needed richer, personalized shopping and ancillary services available worldwide, but relied on time-consuming customer help‑desk complaints and was vulnerable to third‑party CDN and vendor issues that eroded brand experience and operational efficiency.

Partnering with Catchpoint, HK Express implemented synthetic monitoring with customizable Selenium transaction tests and global node coverage to replicate user journeys, isolate JavaScript and CDN problems, and correlate internal metrics for rapid root‑cause analysis. The result was a marked drop in false alerts and mean time to recovery, an 80% reduction in time spent diagnosing issues, improved Loyalty Program page load times, and elimination of the need for local help desks through proactive, worldwide monitoring.

HK Express

Tommy Kok

Web IT Infrastructure Manager